Service Delivery Manager - Remote

Overview

The Service Delivery Manager (SDM) ensures smooth operations and successful service delivery for clients supported by our Virtual Assistants (VAs). This role is responsible for overseeing day-to-day operations, maintaining client satisfaction, driving performance management, and ensuring service excellence across assigned accounts. The SDM acts as the bridge between clients, VAs, and internal leadership, ensuring alignment with business goals.

In Short

• Oversee end-to-end delivery of VA services to clients, ensuring SLA adherence and high-quality outcomes.
• Serve as the primary escalation point for client concerns, resolving issues with urgency and professionalism.
• Conduct regular client check-ins and service reviews to maintain satisfaction and retention.
• Monitor daily team performance, attendance, and productivity to ensure smooth service execution.
• Implement performance dashboards and track key metrics (e.g., Client Retention, Seat Retention, MVA, etc).
• Lead and coach Success Coaches to achieve operational targets and professional growth.
• Identify operational bottlenecks and recommend process optimizations.
• Provide regular operational reports and business reviews to leadership.
• Ensure compliance with company standards, policies, and client requirements.
• Support account expansion and upsell opportunities through excellent service delivery.

Requirements

• 5+ years of experience in Operations, Service Delivery, or Client Success in the BPO/Outsourcing/VA industry.
• Proven experience managing client accounts and operational teams (Team Leaders, Supervisors, or frontline staff).
• Strong knowledge of performance metrics (SLA, CSAT, retention, utilization, efficiency).
• Excellent communication, negotiation, and client relationship management skills.
• Demonstrated ability to manage escalations and resolve conflicts effectively.
• Experience in process improvement, SOP creation, and operational excellence initiatives.
• Tech-savvy and proficient in CRM and productivity platforms (e.g., HubSpot, Kixie, Slack, Asana).
• Flexible, adaptable, and able to thrive in a fast-paced, remote-first environment.
• Strong leadership skills with the ability to coach, inspire, and drive accountability across distributed teams.

Benefits

• 60,000 - 70,000 (Negotiable)
• PTO
• HMO